TikTok Shop - Content Development Program Manager, GNE - Seattle

Responsibilities

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization with a mission to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a Content Development Program Manager to design an effortless, best-in-class customer experience through the creation and implementation of user-facing content across the customer journey. You’ll be responsible for developing strategies for effective and accessible content, and maintaining high quality content throughout the buyer journey. This role is a central and integral component to the Customer Experience organization, and a strategic operator who will help drive the success of our initiatives by spearheading the creation, implementation, and optimization of user-facing content as it relates to aftersales, fulfillment, and customer protection programs.

Responsibilities
- Collaborate with Product, Design, and Content Design teams to deliver clear and accessible user-facing content.
- Support the definition, naming, design and implementation of customer trust, protections and benefits programs.
- Manage tasks independently, conduct A/B testing content strategies with data, product, and research teams, and leverage insights to refine copy strategies and introduce innovative approaches to product experiences.
- Develop and oversee content for Customer Experience strategies, ensuring a deep understanding of the strategy and adapting content for optimal customer experience.
- Innovate existing customer-facing content to enhance customer friendliness; streamline text, incorporate how-to guides and imagery for digestibility and informativeness.
- Continuously measure and enhance the performance and business impact of customer experience content, and regularly communicate results to the customer experience team and content design partners.
- Lead the creation and execution of buyer-facing blog articles, aiming to inform and provide accessible online information to users.
- Ensure adherence to design principles and standards to maintain quality and consistency of user-facing content across all channels and formats.
- Stay informed of internal design principles, industry trends, and customer feedback to ensure content remains relevant, accurate and effective.

Qualifications

Minimum Qualification
- BA/BS degree or equivalent practical experience.
- 5+ years of experience driving a content program within a customer experience organization.
- Proven strong written and verbal skills; ability to turn complex concepts into easy-to-understand resources.
- Metrics-driven mindset with demonstrated experience driving improvement through customer experience process changes.
- Strong project management skills to ensure communication across teams and to foster collaboration across stakeholders.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information

【For Pay Transparency】Compensation Description (annually)

The base salary range for this position in the selected city is $104711 - $1885